have identified a solution: the Single Point of Access (SPOA).” Up in the Cloud This call for a single point of access isn’t an unreasonable request and, in many ways, resembles the one that businesses have made in recent years. While customers may choose different ways of interacting with a brand depending on personal preference, convenience, or the subject of the call, all these communication methods feed into one platform where an agent has all the information they need to provide a good service. According to Sangha, such a system would immensely improve the average interaction with healthcare providers. “The ambition for an SPOA is to streamline patient access to healthcare while capturing essential data for efficient care delivery, untangling the increasingly complex healthcare infrastructure that requires architectural intelligence. “Regardless of the entry point, patients are guided seamlessly through the system, reducing inequalities within individual patient journeys and standardising the patient experience. “The success of SOPA will rely on the existing architecture of Integrated Care Systems (ICSs). ICSs were established as a broad alliance of regional services almost two years ago, and since then, have helped to bring together disconnected resources and services as efficiently as possible, bridging the gap between health and social care.
Delivering SPOA through the framework of ICSs will ensure nationwide changes that can be delivered at scale.” Cloud technology is at the heart of this idea, which has already enabled colossal growth in the CX and CC environments. “In order to make the most of this new cloud-based technology which exists today, leaders need to commit to bold commissioning decisions that cover large region-wide complex healthcare systems,” said Sangha. “A cloud-based model, which has already proven successful in managing the scale and security of national emergency services, means incremental increases in platform capabilities can be upgraded without needing to update hardware or infrastructure.” “The emergence of cloud technology presents an opportunity for healthcare entities to break down these silos, enabling doctors to consult a centralised electronic patient record (EPR) as the definitive source of a patient’s medical status and history,” said Ryan. “By facilitating real-time data access and improving communication channels, the quality of patient care is elevated. “Moreover, there are significant advantages for doctors themselves. Streamlining administrative tasks through enhanced connectivity allow doctors to focus more on their patients and less on bureaucratic burdens.”
Alex Ryan Director of EMEA Healthcare Business Development
hyland.com
Achieving the Dream If more productive doctors weren’t enough of a pull towards cloud systems, Ryan pointed out that Healthcare
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